Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide 7.0
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31-Mar-06
Intelligent Contact Management (ICM)
A Cisco computer telephony integration application that collects data and profiles
customers from the network to the agent’s desktop, and coordinates the delivery
of voice and data to a targeted answering resource across the enterprise. Using
network-provided data, caller-entered digits, and information obtained from a
customer profile database, ICM determines who is calling and why, and routes the
call to the appropriate area in the contact center.
customers from the network to the agent’s desktop, and coordinates the delivery
of voice and data to a targeted answering resource across the enterprise. Using
network-provided data, caller-entered digits, and information obtained from a
customer profile database, ICM determines who is calling and why, and routes the
call to the appropriate area in the contact center.
interactive voice response (IVR)
The use of a computer to interact verbally via a telephone with a caller. The
computer plays announcements and questions to the caller, and the caller replies
by entering information via touch tones, a rotary dial, or by speaking. “IVR” and
“VRU” are often used interchangeably. See voice response unit (VRU).
computer plays announcements and questions to the caller, and the caller replies
by entering information via touch tones, a rotary dial, or by speaking. “IVR” and
“VRU” are often used interchangeably. See voice response unit (VRU).
intercept
An intercept occurs when a supervisor uses the Intercept button to force a
transfer from an agent to the supervisor.
transfer from an agent to the supervisor.
Internet protocol (IP)
This protocol specifies the format of packets, also called datagrams, and the
addressing scheme. Most networks combine IP with a higher-level protocol called
transport control protocol (TCP), which establishes a virtual connection between a
destination and a source.
addressing scheme. Most networks combine IP with a higher-level protocol called
transport control protocol (TCP), which establishes a virtual connection between a
destination and a source.
IP by itself is something like the postal system. It allows you to address a package
and drop it in the system, but there’s no direct link between you and the recipient.
TCP/IP, on the other hand, establishes a connection between two hosts so that
they can send messages back and forth for a period of time.
and drop it in the system, but there’s no direct link between you and the recipient.
TCP/IP, on the other hand, establishes a connection between two hosts so that
they can send messages back and forth for a period of time.
IP
See Internet protocol.
IP address
The Internet protocol address of a device.
IP Contact Center (IPCC)
A Cisco solution for an IP contact center. Its components include IP IVR,
CallManager, and ICM.
CallManager, and ICM.
IP IVR
Cisco IP IVR is an IP-powered interactive voice response application that provides
an open and extensible foundation for the creation and delivery of IVR solutions via
Internet technology. It automates the handling of calls by autonomously interacting
with users.
an open and extensible foundation for the creation and delivery of IVR solutions via
Internet technology. It automates the handling of calls by autonomously interacting
with users.
IP phone
A phone that enables you to move multimedia traffic over any network that uses
Internet protocol (IP).
Internet protocol (IP).